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<div class="font_small color_grey left">28 May, 2008</div>
<div class="font_small color_grey right">Published on: <strong><a href="http://www.jobsdb.com.sg/SG/EN/V6HTML/Home/info_callcentre.htm ">JobsDB Singapore</a></strong></div>
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<h1>Always The Right Call</h1>

Angie Tay has a wealth of experience in the Call Centre industry and she is a Client Services Director at Teledirect
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Angie, can you tell me more about Teledirect?
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In 1995, Teledirect was established in Singapore (our headquarters) by Mr Laurent Junique. Our first client was a leading credit card issuer, and we set up the inbound call centre for them starting with 20 seats and grew to 180 seats then. I'm glad to say that we have now grown to become the biggest outsource call centre in Singapore.
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Teledirect has also expanded to have a strong regional presence in cities like Bangkok, Hong Kong, Kuala Lumpur. Regionally we have 1400 seats. We serve largely companies in the financial, IT and telecommunication sectors. In Malaysia, majority of the banks and insurance companies are our clients.
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We specialize in generating high sales growth, improving call centre performance and profit generating customer service. Teledirect has implemented over 4,000 successful programmes interacting with our clients' customers around the world and a customer acquisition track record of over 2 million.
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Our commitment to excellence means that we constantly recruit the best talent, customize our products and services for rapid business growth, and also set high standards for quality performance and superb results.
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You must have a busy job being a Client Services Director?
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My day usually starts off with breakfast meetings - whereby I review training plans, forecast and ensure that performance targets are being met, and also ensure that service quality targets are being followed. It is both strategic and operations driven as I liaise on a frequent basis with the various department heads in the company.
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Teledirect won the gold award for Best Outsourced Contact Centre in 2005. That must have been a great achievement for the company, wasn't it?
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Yes, we won the gold award for Best Outsourced Contact centre in 2005. And we also won silver in the international category. One of the reasons that we won was because we have a team of motivated staff who is always willing to go the extra mile to achieve or exceed performance targets.
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I was very happy to be part of a highly motivated team that was well structured and committed to achieving excellence, and we were lucky to be well supported by our Human Resource team as well.
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Furthermore, Teledirect has a very advanced Customer Relationship Management (CRM) system that enables our call centre agents to call suitable potential customers that are assessed based on key demographic information. The CRM system therefore boosts the sales of our agents by helping them to be more effective callers when doing their telesales.
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We essentially believe in providing the best training and support to our call centre agents so that they can serve their clients' needs well.
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What qualities does a person need to succeed as a call centre agent?
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A call centre agent must have different qualities to suit the type of call centre. For telemarketing sales, the person must be able to handle stress, be sales driven, and to not be easily affected when people give them a rude response over the phone.
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For an agent who works in customer service (inbound calls), they must be customer focused, passionate and well versed in their product or service.
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What opportunities does the future have in store for Teledirect?
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Well, we have recently set up an inbound Contact Centre for an international airline, and are very proud to have them onboard with us as our clients.
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We have also set up an inbound Contact Centre for a highly established luxury goods maker. We have hired the best multinational talents in the call centre industry to staff both Contact Centres so that we are able to further enhance our services to our clients and customers in the Asia Pacific region.
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As such, the future definitely looks bright and promising for Teledirect. 
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